Existing Ticket
Acknowledge → Review → Assist
I’m sorry this issue is still affecting your work. Let me review your ticket and the steps already taken. Then we can decide what to do next.
Agent note: When the customer already has a ticket
MANILA HELP DESK | QUICK REFERENCE
Call Script Library
The right words. The next action. A better call.
13 ready-to-use scripts · Ticket recovery steps · Coaching standards
BUILT FOR THE MOMENTEmpathy.
Ownership.
Next action.↗
Ownership.
Next action.↗
EVERY CALLEmpathy → Ownership → Next Action
Verify identity, document what was done, and avoid unsupported promises.
⌕/
No matching guidance. Try “callback”, “senior”, or “ticket”.
Ticket Updates
Existing tickets, delayed updates, inaccessible tickets, and urgency
Escalated Ticket · No Follow-Up
Apologize → Investigate → Follow Up
I’m sorry you have not received an update. Let me check the ticket and contact the assigned team. I’ll tell you what I can confirm.
Agent note: Do not promise a callback time
Unable to Access an Existing Ticket
Acknowledge → Reassure → Communicate Urgency
I understand you need an update. I cannot open that ticket from here. I’ll follow our process to pass on your concern and your request for a callback.
Agent note: See ticket lookup workflow below Open lookup steps ↗
Customer Requesting Urgent Attention
Empathize → Communicate Urgency → Escalate
I understand this is urgent for you. What work is being blocked? I’ll include that impact when I ask the team to review the ticket.
Agent note: Document impact; do not guarantee priority
Ticket Lookup
When the ticket number cannot be found
Search first, then choose the matching result to highlight your next action.
First
Search the MSP and end-user company in Autotask and IT Glue.
Found in Autotask
Review the company’s recent tickets. If no matching ticket exists, create a new ticket and escalate to the partner.
Found only in IT Glue
Check the MSP page for an open ticket. If none exists, create a new ticket and escalate to the partner.
Not found in either
The company is unsupported when absent from both Autotask and IT Glue. Follow the approved unsupported-company process and current MSP instructions before creating or routing a ticket.
Original ticket completed
Create a new ticket, copy relevant original details, mark it as an end-user follow-up, and reference the original ticket number.
Escalations
How to explain and handle senior support routing
Routing to a Senior Technician
Reassure → Document → Escalate
I understand this is important. I’ll record the steps we have tried and the results. I’ll send that information to our senior support team for further review.
Agent note: Explain what you will do next
Unable to Verify End User
Empathize → Explain Security → Escalate
I understand you need access to your account. We have not completed the required checks yet. I’ll ask our senior support team to help with the next step.
Agent note: Escalate per the approved security process
Why Does This Need a Senior Technician?
Explain → Reassure → Route
Our senior support team has more tools to check [your issue]. I’ll include the steps we have tried and the results. That will help them continue the work.
Agent note: Don't guarantee a faster resolution
Verification & Intake
Identity checks, callback details, and new tickets
Customer Verification
Explain → Verify → Assist
Before we begin, I need to verify your details using our approved process. This helps protect your account. May I ask you a few questions?
Agent note: Follow the approved verification procedure
Requesting Callback Information
Confirm → Document → Follow Up
May I confirm your callback number? Please include the area code. What is the best way to reach you if we get disconnected?
Agent note: Capture phone number and preferred contact method
Gathering Information for a New Ticket
Acknowledge → Gather Details → Create Ticket
I can help you with that. First, may I have your full name and company name? Then I’ll confirm your contact details and record the issue.
Agent note: Capture impact and relevant device information too
Authentication Process
Explain → Authenticate → Proceed
Before [resetting your password], I need to complete our approved checks. This includes a callback to your listed work number. May I place you on hold while I make that call?
After returning to the call
Thank you for waiting. There is one more check before we can continue with [resetting your password]. I’ll explain what we need next.
If the caller becomes upset
I understand the extra check can be frustrating. It helps protect your account. We need to finish this check before [resetting your password].
Agent note: Never bypass required identity checks
Device & Call Issues
Device visibility and VDI disconnections
Unable to See the Device
Acknowledge → Verify → Troubleshoot
I cannot see your device in our support tools yet. Let’s check the device name and a few details together.
Agent note: Avoid claiming the device is missing
VDI Issues During a Call
Confirm Callback → Refresh VDI → Reconnect
My support tools are taking a little longer to open. Thank you for your patience. What number should I use if we get disconnected?
If callback number is already confirmed
My support tools are taking a little longer to open. Thank you for waiting. If we get disconnected, I’ll use the callback number we confirmed.
Agent action: First capture name, company, issue, and callback number. Refresh VDI, check whether the caller is still connected, and call back if disconnected.
Agent note: Avoid leaving the caller without a recovery path
Coaching Standards
Standards for every customer interaction
Empathy
Acknowledge the caller’s concern naturally.
Ownership
Explain what you will do next.
Documentation
Record troubleshooting, contact details, business impact, and callback requests.
Expectations
Do not promise resolution, specific callback times, or priority changes without confirmation.
Professionalism
Avoid assigning blame or implying another team forgot the ticket.
Security
Never bypass authentication requirements. Escalate verification failures appropriately.
Replace bracketed text such as [your issue] before using a script. These references support your team’s approved procedures.